So, J. Glenn, you are of the opinion that it is not up to the VAN to notify
the user of any connection problems, it is up to the user to come up with
some sort of way of notifying themselves that there is a connection problem.
Perhaps the user could create some sort of internal script/program that
automatically emails or pages the user if there's a continuous connection
error.
I agree with that. Additional questions for the VAN are: Does Harbinger
have a 24 hour support staff available? Are the Harbinger technical people
on call and notified immediately by the Harbinger support staff if something
goes wrong with Harbinger's system, even if the system goes down at midnight
or on weekends? If the user notices a problem and there is noone at
Harbinger to address the issue, I feel that that would be the bigger
problem. However, if they have addressed those issues, then that's probably
the most that they can do. Suggesting to the van that they "reduce the
number of VAN clients to a manageable level", essentially turning away
additional customers, is not something any VAN would do.
> ----------
> From: J. Glenn Thompson[SMTP:[EMAIL PROTECTED]]
> Reply To: J. Glenn Thompson
> Sent: Friday, June 23, 2000 12:10 PM
> To: [EMAIL PROTECTED]
> Subject: Re: More VAN Conspiracies
>
> Mr Benedict,
>
> You are mistaken. It is evident in your post that Harbinger does have a
> "service failure" notification policy . It is the one in place for most
> VANs.
> If your communication link doesn't work you call tech support. You are
> then
> notified there is a "service failure".
>
> Any questions :-)
>
> [EMAIL PROTECTED] wrote:
>
> > Harbinger...hummm
> >
> > When I am late paying my VAN invoices, Harbinger's staff is amazingly
> > efficient at notifying me and following up. When their VAN "pipe" was
> down
> > unexpectedly on Monday they failed to notified us. When my team
> > investigated and realized that the VAN service was down, I was astounded
> to
> > learn that Harbinger does not have a "service failure" notification
> process.
> > Harbinger's statement was, "We have 45,000 clients, you can't expect us
> to
> > notify everyone when our service is down". Hummmm...I guess a solution
> > would be to reduce the number of VAN clients to a manageable level....
> >
> > I would invite other VAN representatives to share via email (no calls
> > please) how they would notify their clients in the event of a "service
> > failure".
> >
> > I would hope that a public discussion of these issues would encourage
> > traditional EDI and VAN companies to "get with the program" and
> recognize
> > that there are alternatives these days. Therefore, they must compete
> for
> > our business by demonstrating true "value-added".
> >
> > 0============================0
> > | Kevin Benedict
> > | B2B E-Commerce Manager
> > | micronpc.com
> > | 208-893-1738
> > | [EMAIL PROTECTED]
> > | "The Process is the Product"
> >
> > 0============================0
> >
> > =======================================================================
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> > Archives at http://www.mail-archive.com/edi-l%40listserv.ucop.edu/
>
> --
> Glenn Thompson
> Programmer/Analyst
> American Trouser, Inc.
> [EMAIL PROTECTED]
>
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